Name: Frontpoint
Rating: 4.1

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Verified Customer

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Erica Warner Trenton, NJ

Excellent customer service, quality products.

2 years ago

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Cathy Leesburg, FL

Good company and good customer service. Quality product

2 years ago

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John North Haven, CT

My Frontpoint experience was great for the first few years. Fortunately we haven't had to utilize them for any true security issues but when we've had a few false alarms, they were very responsive. My two biggest issues are 1) the options available to you once you are out of contract. For example, the battery on my control panel swelled to the point where it was pushing out the battery door and no longer working. Thankfully I noticed before it exploded or overheated. But when I tried to work with Frontpoint to get a replacement battery, my options were either to try and buy one privately somewhere or upgrade to a new panel that no longer includes a touchscreen. neither option was ideal, so i've just continued using the unit without the backup battery. The other issue is the price. Frontpoint continues to be priced much higher than a lot of the newer competitors, who are essentially offering the same service for half the price (or less in some circumstances). Frontpoint should absolutely consider making their pricing more competitive or I would anticipate them being driven out of the market.

2 years ago

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Elmer Marlon Ansaldo Middletown, CT

They have great customer service team. And most of the products are great. Just need to improve on the lag their doorbell products and the indoor camera speaker is terrible too much interference. All of the indoor cameras. But overall I love this company.

2 years ago

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Beverly Aberdeen, MD

Quick, polite service. Always friendly on the phone. They don't try to sell products I don't need.

2 years ago

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Al Kansas City, KS

Most equipment works good , it can improve buy offering a sensor for cabinet doors and air conditioning units.

2 years ago

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Lorene Fairmont, WV

I think they are very good. If ever our alarm went off they are always on top of it. They are courteous, helpful and professional. As far as improvements, If I had to state an improvement, it would be that the wall unit be louder if and when it goes off. That would be my only improvement to request.

2 years ago

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Anonymous Indio, CA

Equipment and service is excellent. They could improve by ensuring my Frontpoint Security system integrate with IFTTT

2 years ago

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Peter Staples Lafayette, LA

Great customer service...professional. Battery life only lasts 4 hours after you lose electricity, so no protection. Seems like they could have batteries that could last longer!

2 years ago

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Ida Kelleher Wilmington, DE

Equipment is easy to install and maintain. Cost effective monthly plan. Unmatched customer service!

2 years ago

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Mike Indianapolis, IN

Equipment is good. Price is too high which is why I will switch when I move.

2 years ago

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Marie Waiters Brandywine, MD

Prompt support and service. I live the cost it's affordable

2 years ago

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Rick M Madison, WI

They provide service as listed. But if you die, they make it FRIGGING impossible to terminate service, and lie to cover up.

2 years ago

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Yohan Brighton, MA

Quick and excellent responses , sensors are sensitive enough, system works very good,

2 years ago

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William Vitarbo Poughkeepsie, NY

Never any problems. No false alarms. Don’t even have to think about the service. The system does exactly what it is supposed to do.

2 years ago

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Michael Reyes Newark, CA

Having issues with sensors and they can’t fix it.

2 years ago

Reply from Frontpoint

Michael, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

Apr. 8th, 2021

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Verified Customer

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John Slonaker Pawling, NY

Great service. Prompt response when alarms are triggered.

2 years ago

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Grace Davies Brooklyn, NY

I like the easy setup, range of products and nice customer support reps. Wait times sometimes long to speak to a rep.

2 years ago

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Monica Minneapolis, MN

They can make the monthly cost lower. They are a lot higher compared to other competitors. I am thinking of switching, for that reason.

2 years ago

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Melanie Mason Concord, NC

The system is easy, the customer service sucks. I've tried numerous times to get in contact with someone and it takes hours until they call back meaning I'm waiting around all day until someone calls and when they do call they can't fix the issues.

2 years ago

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Teri Richardson Antioch, CA

Great customer service , value for my money, knowledgeable representatives

2 years ago

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Jeremy New Haven, CT

Not very good anymore- constant equipment problems that they never tell me about... very high monthly fees... no incentives to stay with the company at all anymore

2 years ago

Reply from Frontpoint

Hey Jeremy, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

Apr. 8th, 2021

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Verified Customer

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Noel Giffin El Paso, TX

Great service and products web site us good and app on phone is very useful. When I had questions about their products they explained well and technicians are very well educated on their products

2 years ago

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Anonymous Suffern, NY

excellent. prompt service response to questions and issues.

2 years ago

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Dan H Colorado Springs, CO

Customer service is excellent-should give discounts on upgrades

2 years ago

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David J Walker Moscow, ID

I like Frontpoint's reasonable prices, quality products, excellent customer service and loyalty to long time customers.

2 years ago

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Linda Lerch Reading, PA

It is easy to set up the products.Reasonably priced.

2 years ago

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PD Oliphant Columbus, IN

Follow up on triggers either accidental or otherwise were always thorough.

2 years ago

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Lauretta

Overpriced monitoring fees. Equipment is average. Contracts need to be shorter than 3 yrs. Need more plan options. and better cancellation fees.

2 years ago

Reply from Frontpoint

Hey Lauretta, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

Apr. 8th, 2021

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Verified Customer

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Ted Kenner, LA

They’re very easy to get a hold of and when there is an emergency (alarm goes off), you receive a call within seconds

2 years ago

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David Caggiano Hawthorne, NY

Technical support is great! The install is super easy and the system works flawlessly.

2 years ago

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Daryl Partin Pineville, KY

I’ve had them for years , always good service! Think my equipment is getting outdated ! They , got new stuff out , wish they would offer me a discount as a valued customer!! Think I need a upgrade!

2 years ago

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Mona Abouelazm Mountainhome, PA

Been with them for 2 years very prompt and we feel safe

2 years ago

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Monte Wagner New Milford, CT

Easy to install and upgrade/expand, reliable, and good customer service

2 years ago

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Ben Acworth, GA

Responsive, great technical support, easy to set up and use

2 years ago

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Lawrence Heller Roswell, GA

They have been very responsive. Equipment is high quality and dependable. Coverage for the home is great.

2 years ago

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Terry Corona, CA

Nice people whenever I needed to contact the company or when contacted by Frontpoint. The service is too expensive and, having honored our two-year commitment, we are examining other options,

2 years ago

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Peter McLaughlin Tucson, AZ

Price remains the same unlike so many other services and utilities. Thank you for not increasing fees.

2 years ago

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P. R. Sanibel, FL

I keep calling for tech support and you call back 3 days later but not when I can answer the phone. Please increase your phone staff and equipment.

2 years ago

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Farrukh Ahmed Washington, DC

Worst Possible. They have been charging my credit card without authorization. I have also filed the POLICE REPORT against them. They need to be taught a lesson.

2 years ago

Reply from Frontpoint

Hello Farrukh, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

Apr. 8th, 2021

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constance ballenger Columbus, OH

Terrible customer service. My alarm allows it to be set when doors are open. I have been trying to get someone to respond for more than 3 weeks. I am very disappointed in this system

2 years ago

Reply from Frontpoint

Constance, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

Apr. 8th, 2021

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Matt Senecal Southport, NC

I used Frontpoint for 6 years with no issues (positive or negative) but my experience with their customer service at the end was horrible at best, and fraudulent at worst. I sold my house and transferred my security system & service to my home buyer effective March 30 and both of us signed the transfer doc. When I was still charged for April and the account rep who processed the transfer did not respond I was forced to call customer service. My expected wait time was greater than 90 minutes and the computer asked for a number to call back. Two days later, I got the call back and explained my dilemma. Customer Service transferred me to account services to find out why the transfer didnt take place. That blind transfer put me 167th in line and, again, the computer offer to have a rep call me back. After another 2 days, I got a call back from customer service, not account services, and they suggested I just cancel rather than transfer. I had already been billed for April, even though the transfer was supposed to be effective March 30 and when I canceled, I was charged for May as well. Two big issues here: 1. Is a security company who takes 2 days to call back really the company you want to count on if you have a fire or break-in? 2. Is the account services group so unorganized that they lose paperwork and can’t respond to customers or is the transfer to the new owner recommendation the entry into a fraudulent practice to gouge 2 more months of service fee out an exiting client? This process cost me an extra $100 in addition to the time a frustration trying to close it out. And who knows what the new owner will have to pay to get the system started again.

2 years ago

Reply from Frontpoint

Hey Matt, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

May. 11th, 2021

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Adel Salib Harbor City, CA

Representatives are knowledgeable, courteous and make it easy on customers. The only draw back is the time it takes to call back customers

2 years ago

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Kate Carlsbad, CA

Frustration with multiple customer service calls about sensors that don’t fit/stick/work on our windows. Troubleshooting hasn’t worked after multiple calls but I’m told there’s Basically no way to get out of contract unless we want to spend a fortune. Got locked into an extremely long contract just for upgrading a control panel from buttons to digital, which seems unfair/ridiculous. We haven’t used the system in months bc not all sensors work yet are paying anyway.

2 years ago

Reply from Frontpoint

Thank you for your feedback, at Frontpoint we take our customer complaints seriously and if there is anything we can do to resolve your circumstances please let us know at [email protected]

Jun. 1st, 2021

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Brian San Diego, CA

Lots of expensive equipment failures after warranty. First, and most expensive, my touchpad battery expanded and I had to get it replaced. Since it was after warranty, to get one at "no cost", I had to extend my contract for 2 years. Then, 2 water sensors failed, I replaced one and then decided not to replace the other. Finally, with one of my orders, I paid for a new yard sign, It was not delivered with my other products. It took me 3 calls to get them to send me one. It was like they did not believe me that a $3 sign was not delivered to me. Once my contract is up, I'm outta here.

2 years ago

Reply from Frontpoint

Hey Brian, thank you for bringing this to our attention. At Frontpoint, we take our customer's complaints very seriously and would like to address yours as soon as possible. Would you mind submitting the full details of your situation, as well as the address associated with your Frontpoint account to [email protected]? We look forward to hearing from you and to resolving your circumstances.

Apr. 27th, 2021

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Long time customer Climax Springs, MO

Were not transparent in the start, but proved to be trustworthy as time went on. Customer service is very good. System works very well.

2 years ago

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[email protected] Portland, OR

Horrible FRONTPOINT Service and equipment! One year ago, the equipment failed and fire department came to our home twice. The technician did try to resolve the issue then , but was unable to do so. In the end, I was told to unplug the equipment and service would be cancelled. I do have an email from frontpoint indicating that that equipment was last used 3/18/2020. A year later, they are still asking for money, saying that I am still under contract (although they don't even have contracts anymore). The agent just said to me"well the phone company would make you pay even if you weren't using the phone". (Well, the reason I was not using the service was due to an equipment malfunction, and every time I had an equipment problem with my phone or internet provider, they DID credit me for all the time I was not able to use the service, thank you!). I paid $100 two weeks ago, and still no email stating that I paid anything. Faulty equipment, no emails returned, no calls returned, unable to speak to a supervisor when I call.

2 years ago

Reply from Frontpoint

Thank you for your feedback, at Frontpoint we take our customer complaints seriously and if there is anything we can do to resolve your circumstances please let us know at [email protected]

Jun. 1st, 2021

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Kurt Green River, WY

It is simple and easy to use. They always respond to my needs.

2 years ago

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Anonymous Vienna, VA

I feel safe because the equipment works correctly when it is alarmed. I know I can stay away from home and it will be safe at night. Customer service has always been helpful too.

2 years ago

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Sara Harrisburg, SD

Frontpoint was very easy to install. We have had no errors with it at all. I feel safe. They have been very prompt calling.

2 years ago